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One Stop Advisor (multiple positions)

University of Massachusetts Boston
UMass Boston

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Employment Type
Full Time
Institution Type
Four-Year Institution

Job Details

Job no: 520805
Position Type: Staff Full Time
Campus: UMass Boston
Department: One Stop Student Serv Ctr
Pay Grade: 30
Date opened: 26 Sep 2023 Eastern Daylight Time
Applications close: 11 Oct 2023 Eastern Daylight Time

General Summary:

One Stop Service Advisors perform a vital role in assisting and educating students to navigate administrative processes related to financial aid, billing, and registration. They will provide convenient and thorough support and care through a variety of service channels including walk-in, phone, email, live chat and virtual meetings. They will be available to teach students how to access and use technology for self-service and will provide basic advising and information on university programs, requirements, academic policies, and student rights and responsibilities. They will work with students to solve problems related to systems, policies, or procedures, especially the most complicated or those that overlap a variety of administrative areas, are dynamic and interconnected. The Service Advisor will leverage university resources, attend trainings and meetings, read emails and updates, and utilize the university website to ensure that they are aware of policy/practice changes, important dates and deadlines, and opportunities for students. Given the frontline nature of the Service Advisors role, they will also provide valuable feedback and contribute to quality control, improving communications, policy review and revision and make recommendations on opportunities to improve the administrative experience for students.

Examples of Duties:

Provide services to students to introduce them to the UMass Boston administrative policies and procedures and to assist them in accessing the information and related services using student systems and technology
  • Expose and train students to the features and services available to them via student information system including but not limited to: health insurance waiver, bio/demo information updates and changes, enrollment verifications, transcript requests, financial aid information, to-do lists, payment plans, account summary, grade information, course registration, Direct Loan Entrance Counseling and/or Master Promissory Note.
  • Introduce and refer students to UMass Boston services in advising, career counseling, internship, student life, student employment and housing, etc.
  • Provide information on student IDs, parking passes, MBTA passes and other programs that support student connections to the campus.
  • Educate students regarding loan adjustments, excess funds, direct deposit, and financial aid book advances
  • Assist with FAFSA submission and corrections, FAFSA ID and password, IRS retrieval, verification, special circumstances appeal, and SAP appeal process
  • Maintain compliance as necessary with FERPA and other federal and state regulations
  • Actively contribute to the improvement of delivery of services, dissemination of information and student satisfaction Vacant Enrollment Management, One Stop Center 2/2/2022
  • Provide general information on financial aid eligibility and application requirements, gift aid and loan programs
  • Assist students via in person, email, chat, phones, and scheduled ZOOM appointments
  • Solve problems related to systems, policies, or procedures, especially the most complicated or those that overlap a variety of administrative areas, are dynamic and interconnected.


  • The successful candidate will have five years of experience in student and/or enrollment services working directly with students in an advising or informing role.
  • Must have experience working in a diverse student and staff environment and demonstrate a commitment to supporting a variety of student populations.
  • Must be able to work effectively in a highly collaborative environment as a member of a team of service professionals
  • Must have technical competence and an ability to understand the "big picture" as well as the details of complicated systems and issues.
  • Must be able to manage significant amounts of information and data.
  • Must have extensive experience and demonstrated success in service delivery and problem resolution
  • Must be able to exercise good judgment, be responsive and courteous, and student service oriented at all times
  •  Must demonstrate strong interpersonal skills, discretion and resourcefulness in order to interact effectively with students, family members, and the general public as well as with representatives from other departments or institutions
  • Must have a working knowledge of FERPA compliance and other federal and state relations
  • Must be able to work in a busy, high volume environment managing multiple service channels
  • Must be able to work flexible hours including occasional evenings and weekends as needed
  • Bachelor's degree preferred.

Application Instructions:

Please apply online with your resume, cover letter and list of three professional references.

Review of candidates will begin following the application closing date.

Only Internal candidates in the Professional Staff Bargaining Unit will be considered during the first 10 business days of the posting. All other candidates will be considered after that period.

Salary Ranges for the appropriate Pay Grade can be found at the following link:


Salary Ranges

This is an exempt union position.

All official salary offers must be approved by Human Resources.

UMass Boston is committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact the ADA/504 Coordinator Andrea Haas or 617-287-5148.

Applications close: 11 Oct 2023 Eastern Daylight Time


Working at University of Massachusetts Boston

The University of Massachusetts Boston is nationally recognized as a model of excellence for urban public universities. The scenic waterfront campus is located next to the John F. Kennedy Library, with easy access to downtown Boston. 

The second-largest campus in the UMass system, UMass Boston combines a small-college experience with the vast resources of a major research university. With a 16:1 student-to-faculty ratio, students easily interact with professors because most teaching occurs in small class sizes. Ninety-three percent of full-time faculty hold the highest degree in their fields.

UMass Boston’s academic excellence is reflected by a growing student body of nearly 16,000 undergraduate and graduate students. The university’s eight colleges offer more than 100 undergraduate programs and 50 graduate programs. The University Honors Program serves 300 students who thrive on intellectual challenge. Enriched courses probe more deeply into theory or venture further into application.

UMass Boston’s diverse student body provides a global context for student learning, and its location in a major U.S. city provides connections to employers in industries such as finance, health care, technology, service, and education, offering students opportunities to gain valuable in-school experience via internships, clinicals, and other career-related placements.

More than 100 student organizations — including clubs, literary magazines, newspaperradio stationart gallery, and 16 NCAA Division III sports teams — offer a rich campus life. Students live throughout Greater Boston and in apartment communities just steps from the campus, and enjoy the rich amenities, cultural attractions, and educational opportunities that make the city the biggest and best college town in the nation.

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